FOH Rooms - Night Audit Lead Hand

Canadian Niagara Hotels Group • Niagara Falls, ON

38d • CA$20 - CA$21 • Onsite

About The Position

The Marriott on the Falls is seeking a Lead Hand Night Auditor to join their team. This role involves assisting management in the day-to-day operations of the front desk, providing leadership, training, and coaching to Front Desk Agents and Bellmen, and ensuring service levels meet Marriott Service Standards. The ideal candidate will lead by example, fostering a work environment of Respect, Integrity, Teamwork, Accountability, Excellence, and positive employee relations.

Requirements

• Outstanding guest service skills, professional presentation, and sophisticated communication skills.
• Ability to handle a multitude of tasks in an intense, ever-changing environment.
• Outstanding attention to detail in personal grooming/appearance and in properly identifying guest needs, demeanor, and required service attention.
• Ability to quickly respond to changing work volume; high-energy level/speed.
• Computer Literacy – proficiency in MARSHA, FSPMS, and Excel.
• Ability to manage and resolve guest problems and communicate in a professional and courteous manner.
• Excellent organizational and time management skills.
• Ability to work effectively under pressure.
• Ability to work cooperatively within a team setting.
• Demonstrated ability to work cooperatively within a setting to anticipate and assist another Guest Service Agent’s guests’ needs.
• A degree/diploma in Hospitality.
• Must have Front Office experience.

Responsibilities

• Assist in the training and development of Front Desk Associates and Bell Desk Associates.
• Ensure the arrival and departure experience of all guests is seamless.
• Empower colleagues to resolve guest service challenges and ensure all guest issues are tracked and followed up on for service recovery.
• Ensure a safe environment for guests and colleagues by adhering to the health and safety policy.
• Consistently exceed guests’ and colleagues’ expectations by providing personal and attentive service and follow up to ensure needs were met and/or concerns were resolved satisfactorily and in a timely manner.
• Ensure smooth shift changes with pass-on to the next shift.
• Offer feedback to the Front Office Manager to assist in conducting performance reviews of Associates and developing improvement plans for those who do not meet standards.
• Supervise proper cleanliness standards in front of the house areas (front desk, back office, storage closets) using a 'Clean as you go' approach.
• Ensure Marriott brand standards for service, communication, and training are met.
• Consistently offer professional, engaging, and friendly service to external and internal guests by creating personal connections, responding to cues, and making it brilliant.
• Prepare end-of-day reports in the absence of the Night Manager.
• Ensure the hotel, including all outlets, is balanced nightly, and reports are sent to the leadership team and ownership group.
• Respond to emergency situations.
• Perform all other duties as assigned.

Benefits

• Comprehensive Health & Medical Coverage: Includes Prescription Drugs, Dental Coverage, Life and AD&D, Paramedical and Extended Health Care, Out of Country Emergency Travel Insurance AND Assistance.
• Career Growth & Development: Opportunities for professional growth and development through cross-training in various roles across multiple business properties.
• Associate Hotel and Dining Discounts: Enjoy Friends & Family hotel rooms and dining discounts at world-renowned hotels.
• Ontario Attractions Reciprocal Program: Enjoy access to exclusive free or discounted admissions to other member locations across Ontario.
• Convenient Parking - Complimentary or reduced-rate parking, based on the specific location.
• Easily Accessible By Public Transit: Several Niagara Region Transit stops within a short walking distance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree